Hot wheels mister truck
Cashier went above and beyond to find my son a skelasaurus monster truck!
Ramona
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Toys "R" Us
2.050 reviews
Last reviewed: Feb 3, 2026Do you agree with Toys "R" Us's TrustScore? Voice your opinion today and hear what 306 customers have already said.
www.toysrus.comMember since Mar 2026
Toys "R" Us is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 2.0 out of 5 stars. Last reviewed February 3, 2026.
Customer Reviews
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50 reviews
Toys R Us and Aramex Are the Absolute Worst!
Toys R Us and Aramex have the worst service, with no communication, followed by misinformation to try save their skin.Over Black Friday I ordered nappies online, which were supposed to arrive about 7 days later, when these didn't arrive. It took us calling them to find out what the issue was. It turned out that between Toysrus and Aramex, they got the address wrong."Don't worry, we fixed it now, you'll get your order in 48 hours." This is when the lies and misinformation began.Two days passed, still no communication from either. It's now about 10 days after the order was placed, we're nearing Christmas and no one has figured out how phones work on their side. Now we explicitly request that they please phone before delivering, as we may not be home and they need a code to enter. A week after they were meant to deliver, this is now after initial 10 days of endless failure to communicate, deliver and and send notifications. Toys R Us refers us to Aramex, who their supplier, not the place we ordered from and paid.On 18 December, nearly a month after the order, Aramex sends a saying "your delivery was successfully dropped" or whatever they write. By now you're wondering if they called as we requested, well....I'm sorry to thwart your dreams, but no. They only receive calls, not make them. They take your money and make promises with no intentions of keeping them.Here's the absolute cherry, they claimed the items were left with security but that's not true. And this we found out after we phoned them. The order still hasn't been delivered it's a few days before Christmas and we may never see our order or the money.I wouldn't recommend anyone shop online from Toys R Us, and run for the hills if Aramex is involved.
Mo
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I placed an online order over a week…
I placed an online order over a week ago. I contacted them to ask why it hadn’t shipped. They replied saying they’d look into it. Minutes later, I got a cancellation email. The item is still listed as in stock on their website so I have no clue why it was canceled. Now it’s too late to order elsewhere before Christmas. Very frustrating that it takes a week for them to figure out they’re going to cancel.
Lisa Jones
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Toys R Us lying about stock, misleading order information, and ruining a special experience for a DYING woman. Dont trust this bloody company!
We ordered my daughter birthday gift from her great grandma (who doesn't have much time left) SPECIFICALLY after we made sure the store had stock of the item. There where only 3 stores in Cape Town with stock, inuding the one nearest to us, so we ordered there.We received a message saying that the order is 'Ready to pick' - and we, like idiots (that is sarcastic, PLEASE change your wording), that that meant Ready to pick up. Because why on gods green earth would it mean something else- order being processed, order being finalized, whatever makes sense. Please explain to me how READY TO PICK doesn't make any customer assume that that means PICK UP. From a store that we CHECKED had stock.Go to pick up today and they don't have it. I realise this isn't the poor cashiers fault, because he has no control over this.But Toys R Us do! What the hell?Now great grandma won't be able to see her gift being opened at the party, and she won't make it till the next birthday. And apparently orders can't be picked up between black Friday and Monday?Like what the actual hell! My daughter is 2, she won't notice. But do you know who will? Her great gran who is slowly succumbing to altzheimers and WILL NOT have an opportunity to experience this again.Honestly, how dare you? We took the time to look online to make sure we place the order at a store that had stock.I mean, this is not only inexcusable, its just plainly lying to your customers. I have never been so disgusted in a franchise before. Seriously? Ready to pick doesn't mean pick up? Whats wrong with you? Who would use such misleading language?Also, I do apologize to the cashier that I raised my voice to. It wasn't his fault.It was YOUR fault.
Anneleen Gemmell
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It's very good!
It's very good!
DUA OWAIS
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FREE RETURN SHIPPING IS A LIE
Received a gift. Wanted to return it as it was a duplicate, but return shipping was $20. Policy states that it should be a FREE return. Contacted chat and email customer service. No response on the chat. The email inquiry was responded to: my other questions were answered, but when I pressed on the free return shipping matter (I asked 2-3 times through the email exchange), no further response. My inquiry was just ignored. Do better, Toys R Us. Your prices are higher than other retailers for the same items. Your customer service should be better. And who charges $20 for return shipping???
Marj B
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EMPLOYEE IN SPANISH WAS NICE HAD TO…
EMPLOYEE IN SPANISH WAS NICE HAD TO CALL SOMEONE TO TRANSLATE ALL WENT WELL THEY TOLD ME WRITE A REVIEW FOR A CHEAP FREE CASE HOW CUSTOMER SERVICE WENT LIKE I SAID WELL AND I WENT HOME WITH MY NEW PHONE SAMSUNG GOOGLE TOOK A DUMP ON ME IN A WEEK THEY I WENT TO THE SPANISH LADY THEY TESTED IT CALLED SOMEONE TO TRANSLATE SOUNDED LIKE THE SAME GUY FROM WHEN I PURCHASE MY PHONE MY PHONE WAS DAMAGED, OVER HEATED, AND LOOKED BIG TIME MOIST THE ONLY THING I STARTED WAS TO SET UP GOOGLE N LOCK THE PHONE PUT IT BACK IT STARTED BLINKING, SCREEN SCRATCHED, AND NOW DOESN'T CHARGE ITS MESSED UP MY DAD SPEND $500 THEY ARE SCAMMERS I DONT RECOMMEND NOBODY THERE
customer
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No service provided
Money was charged, services wasn't provided. The reason to cancel the order support doesn't know. No compansationOrder number - E0010I39R1.
Andrii Pashnov
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Had an extremely bad customer service…
Had an extremely bad customer service experience today MJ one of the customer service representative, by the way that title for her is a joke. Customer service was nothing to do with how she represented Toys “R” Us. I noticed a man looking at my kids while I was in there so I wanted to let the staff be aware of it. Maybe it was nothing. Maybe it was something. As I was stepping over, I had stepped behind the counter slightly. MJ proceeded to chastise me on how I’m not Allowed to be back there which I gracefully said no problem and in return response I added “you spoke to me like I was murdering somebody” then once again she decided to negatively speak to me extremely bad customer service extremely bad tonality I don’t know what kind of people Toys “R” Us is hiring here in Guelph, but MJ you are horrible
JR R
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Poor service
My husband ordered an item for my son on Wednesday...we were promised that they would have the stock by that friday.When checking with them..we were told that the guy was supposed to arrive with the item but did not.Today is monday and we are being told to wait till Wednesday. Service is pathetic.My son is autistic and we have been promising him. Its not easy when he is expecting what he wants and to be disappointed every day.
kersh pillay
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I didn't know toysrus was still a thing…
I didn't know toysrus was still a thing cool
jordan
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I wish I had read the reviews before…
I wish I had read the reviews before dealing with Toys R Us. I have placed a number of orders on the ToysRUs web-site over the past several weeks, some for shipment, and some for store pickup. For nearly all of the orders, the company has messed things up. It is almost incomprehensible how badly the company can make mistakes on the orders, as every order has had a different and unique problem! To make matters worse, the company's Customer Service is atrociously bad! I have dealt with several Customer Service reps, all of which were utterly unwilling to help me with my problems, and then, when I requested to speak to a Manager, I received no further satisfaction! It is impossible to understand how any company can survive doing business this way in the age of online reviews, social media, etc., and it is altogether 100% understandable that ToysRUs will be filing for another round of bankruptcy protection soon...there is NO WAY that this company will be able to survive over the long term...
Jason Van Bergen
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Never believe Toysrus and order from…
Never believe Toysrus and order from this site, They never pick the customer care serivice calls,And around 8000rs pre paid orders made on dec 25th, No details about product, no way to communicate with those people.If we go and ask in bharatiya mall, bangalore toysrus shop, they are saying like we dont have any relation with online. Such a waste customer care and services from toysrus
NAGAMRUTHA AVULA
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Very disappointed with Toy R us
Very disappointed with Toy R us, a bunch of scammers!!!! My son received a gift for xmas it was toy gun with pebbles, when we opened the package, the pebbles were not the same as the picture…super small and very dangerous to play with.So I decided to return it with gift receipt, I was told because the box was opened no refund nor exchange. It was all in tacked nothing else was opened, only the box. Insane!!!! I will never purchase anything there!!!
C Macedo
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I placed an order 11/28/24
I placed an order 11/28/24. No shipment and no refund. These scumbags haven’t done a damned thing as far as shipping a month later
Beth Kabaservice
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Never Again will I order from toys r us
I regret placing an order…..1st item came damaged 2nd finally ships 10 days after ordered from Canada which if I get it will be 20 days after ordered and the 3rd item after 10 days FedEx shows they have label but not product.
Unhappy
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1 month and no delivery status update
Made a preorder on the 19th of SeptemberThe Product Released on 8th of NovemberIt is now the 6th of December and donteven have an estimate time of arrival.Have not be asked if I would like a refund or have some recourse for their failure to deliver.
Richard
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This place is the most difficult place to order online
This place is the most difficult place to use a GC at when you don’t live near one. To order anything online is ridiculous. Some items are “home delivery” with no free in store pick up and other items are no home delivery but free in store pick up. Then you try to order something and you pay $37.00 for shipping unless you add up your cart for $75.00. Fine, I get that when some other stores do that but you still don’t even get free shipping when you add up your cart. To get everything we wanted came out to be $130.00 because I got a $30.00 dollar credit for going up to the $75.00 but then still had to pay $37.00 for shipping???? That is ridiculous. You sure make it impossible for my girl to order something from you guys. Worst online experience!!!
Shauna Stauffer
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Me and my friends were looking around…
Me and my friends were looking around and then I found something I wanted to buy, but when I was about to buy it, I was like I look at this and then I was about to go by and then she told me please get out the store if I could, I would put zero review
Consumer
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Poor customer service and outdated company policies
Retailer is totally out of sink with other major companies in Canada. Their policies are unbelievable, and they are unwilling to receive any reasonable representation. My efforts to communicate received stock answers from their customer service personnel. I don’t think they even read the messages. Clearly, I will not purchase from them again. I can get what I want at Walmart and there’s no problem with returns.
B Chase
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According to TrustPlane, Toys "R" Us has a 2.0/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/www-toysrus-com